IT Support Specialist

MissionHires is seeking a Tier 2 IT Support Specialist to deliver advanced troubleshooting, system administration, and network support across Windows/macOS, Microsoft 365, Active Directory/Azure AD, and MSP environments. You will drive root-cause analysis, optimize network performance, mentor Tier 1 staff, and collaborate with vendors and Level 3 engineers while maintaining rigorous documentation and contributing to process improvements. Ideal candidates bring strong RMM experience (e.g., Datto), excellent customer service, and familiarity with dental industry applications.

• Diagnose and resolve complex hardware, software, and network issues requiring deep technical expertise
• Perform root-cause analysis to prevent recurring incidents
• Manage and maintain user accounts, permissions, and security policies in Active Directory and Microsoft 365
• Support and execute backup processes, disaster recovery procedures, and system restorations
• Troubleshoot connectivity issues across VPNs, DNS, DHCP, VLANs, firewalls, WiFi access points, and switching infrastructure
• Assist in configuring and optimizing network equipment for reliable performance
• Maintain detailed and accurate records of support requests, resolutions, and system changes
• Contribute to internal knowledge bases, SOPs, and continuous improvement initiatives
• Support and mentor Tier 1 Help Desk staff and provide technical escalation assistance
• Coordinate with third-party vendors, MSP partners, and Level 3 engineers to resolve advanced issues
• Prioritize and manage ticket queues to ensure timely resolution
• Potentially oversee daily help desk operations or act as a team lead to support workflow and team efficiency

• 2–4 years of experience in IT support or help desk roles
• Prior experience in a Managed Service Provider (MSP) environment is highly desirable
• Strong knowledge of Windows and macOS, Microsoft 365, Active Directory, and Azure AD
• Understanding of network protocols, firewall management, VPN technologies, DNS/DHCP, VLANs, and WiFi systems
• Hands-on experience with RMM tools such as Datto (essential)
• Proven ability to perform root-cause analysis and advanced troubleshooting
• Experience with backup processes, disaster recovery procedures, and system restorations
• Excellent customer service and clear communication in a fast-paced, client-facing environment
• Strong problem-solving skills, attention to detail, and composure under pressure
• Bachelor’s degree in Information Technology or a related field is a plus
• Relevant certifications preferred: CompTIA A+, Network+, Security+, Microsoft Certified Professional (MCP)
• Industry advantage: experience supporting dental industry applications, including imaging systems and practice management software

MissionHires is the AI hiring partner of top talent teams. Our platform helps recruiters, agencies, and top companies source, engage with, and evaluate top talent 10 times faster than job boards.

To bridge the gap between companies and passionate talent.